Case Study: Leading Multinational Bank achieves 78% faster processing and cuts error rates from 29.7% to 2% with Pegasystems

Bank unlocks value with automation

A multinational bank’s service center — handling checking accounts, loan and credit-card applications and other investment products across 100+ countries — faced slow, error-prone customer processes that forced staff to toggle among multiple legacy systems (mainframe, Windows and web) with no access to source code. The organization wanted to streamline workflows, reduce training for new account managers, and improve customer service without modifying existing applications.

Using Pega Robotic Automation the team built a six-automation prototype in about three weeks and, after a two‑week handover, internal developers scaled the solution across back office, branch and contact-center processes. The automation merged four legacy applications into a single view, cut error rates from 29.7% to 2%, reduced processing time by 78%, doubled accounts processed, lowered average handle time by 120 seconds (28%) and shortened sign-on time from 78 to 45 seconds — all without upgrading the underlying systems, freeing staff for higher‑value work.